Erica is extremely satisfied with the services provided by her bank, One Trust Bank. She posts an online review about the bank in which she states that she can completely trust the bank to accurately perform the promised services. She also states that the knowledge and courtesy of the bank's staff is highly credible and they are always willing to guide her by providing personalized attention. However, the only suggestion she makes is that the branch in which she holds an account looks unorganized with old desktops, piles of paper, insufficient seating, and poor lighting. According to Erica, in which of the following service quality dimensions is One Trust Bank most lacking?

Erica is extremely satisfied with the services provided by her bank, One Trust Bank. She posts an online review about the bank in which she states that she can completely trust the bank to accurately perform the promised services. She also states that the knowledge and courtesy of the bank's staff is highly credible and they are always willing to guide her by providing personalized attention. However, the only suggestion she makes is that the branch in which she holds an account looks unorganized with old desktops, piles of paper, insufficient seating, and poor lighting. According to Erica, in which of the following service quality dimensions is One Trust Bank most lacking?

Erica is extremely satisfied with the services provided by her bank, One Trust Bank. She posts an online review about the bank in which she states that she can completely trust the bank to accurately perform the promised services. She also states that the knowledge and courtesy of the bank's staff is highly credible and they are always willing to guide her by providing personalized attention. However, the only suggestion she makes is that the branch in which she holds an account looks unorganized with old desktops, piles of paper, insufficient seating, and poor lighting. According to Erica, in which of the following service quality dimensions is One Trust Bank most lacking?



a) reliability

b) responsiveness

c) tangibility

d) empathy

e) assurance


Answer: C


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